At Goldfields Community Care, your voice matters
We want to hear from you — your feedback helps us improve our care and services. You can share compliments, suggestions, or complaints at any time.
We promise to treat every comment with respect, fairness, and confidentiality. We will never treat you differently or disadvantage you for speaking up.
What counts as feedback or a complaint
• Feedback can be compliments, ideas, or suggestions for improving services.
• Complaints are when you are unhappy or concerned about something — for example, about the quality of care, communication, staff conduct, service delivery, fees, safety, privacy, or your rights.
Both help us understand what we’re doing well and where we can improve.
How to make a complaint or give feedback
You can contact us in any way that suits you:
• In person: Speak to any Goldfields Community Care worker or your Care Manager.
• By phone: 0413 067 080
• By email: goldfieldscommunitycare@gmail.com
• By post: 108 Goynes Road, Epsom, 3551, VIC
• Online: Visit www.goldfieldscommunitycare.com
• Anonymous complaints: You can make a complaint without giving your name if you prefer.
You can ask someone you trust (a family member, registered supporter, friend, advocate, or another person) to make the complaint for you.
Need help to make a complaint?
If English is not your first language or you have communication support needs, we can help you by:
• Arranging interpreters or translation services, such as TIS National on 131 450.
• Providing information in other languages or easy-read formats.
• Supporting you through the National Relay Service if you have hearing or speech difficulties:
o TTY users: 1800 555 677
o Speak and Listen: 1800 555 727
o Internet relay: relayservice.gov.au
You can also ask for independent advocacy to help you raise your concern:
• Older Persons Advocacy Network (OPAN): 1800 700 600 or opan.org.au
What happens when you make a complaint
1. We listen and acknowledge your concern as soon as possible (usually within 2 business days).
2. We record your complaint securely in our Complaints and Feedback Register.
3. We investigate what happened and talk with you about what you’d like to see change.
4. We use open disclosure — if something went wrong, we will explain, apologise, and tell you how we’ll fix it.
5. We resolve complaints as soon as possible — simple issues may be fixed straight away, complex ones may take longer. We’ll keep you informed throughout.
6. We communicate outcomes in writing (or another format you prefer), including what actions we’ve taken.
7. We learn and improve — your feedback helps us prevent problems and improve our quality of care.
Your rights
When you make a complaint, you have the right to:
• Be heard, respected, and taken seriously.
• Have your complaint handled quickly and fairly.
• Get information about what is happening.
• Be supported by an advocate, family member, or friend.
• Not be victimised, discriminated against, or treated unfairly.
• Withdraw your complaint at any time.
• Take your complaint further if you are not satisfied.
If you’re not satisfied with our response
You can contact the Aged Care Quality and Safety Commission at any time:
• Phone: 1800 951 822 (free call)
• Online: agedcarequality.gov.au
• Email: info@agedcarequality.gov.au
You may also ask for support from OPAN or another advocacy organisation.
Our commitment
Goldfields Community Care views feedback and complaints as opportunities to improve the quality and safety of our services.
We are committed to:
• Treating everyone fairly and respectfully.
• Protecting your privacy and information.
• Providing culturally safe, trauma-aware, and person-centred care.
• Using what we learn from feedback to continuously improve.
Thank you for helping us make our services better for everyone.
Goldfields Community Care acknowledges the Traditional Custodians of the lands on which we live, work and provide services. We pay our respects to their Elders, past and present.